{"id":1342,"date":"2025-07-07T13:11:05","date_gmt":"2025-07-07T17:11:05","guid":{"rendered":"https:\/\/guide.cophan.org\/?post_type=fiche&p=1342"},"modified":"2025-07-07T14:10:50","modified_gmt":"2025-07-07T18:10:50","slug":"oral-and-written-communication","status":"publish","type":"fiche","link":"https:\/\/guide.cophan.org\/en\/thematic-fact-sheets\/oral-and-written-communication\/","title":{"rendered":"Oral and written communication"},"content":{"rendered":"\r\n\r\n
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What is accessible and inclusive communication?<\/h2>\n\n\n\n

Communication is deemed accessible and inclusive when each individual can perceive, understand and interact with the information. In two-way communication, a person must not only understand, but also be understood. Thus, it is important that any communication \u2013 be it written, verbal or visual \u2013 adapt to the different needs, abilities and preferences of individuals. In this approach, content is as important as form.<\/p>\n\n<\/div>\r\n <\/div>\r\n <\/div>\r\n

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Overview of the situation<\/h2>\n\n\n\n

In Qu\u00e9bec, half of the population between the ages of 16 and 65 has difficulty reading and writing, affecting its everyday life (EIACA-2003<\/a>).<\/p>\n\n\n\n

The situation is even more concerning for persons with disabilities, as 60% of them have low or very low levels of literacy (Pavillon du Parc, 2011<\/a>).<\/p>\n\n\n\n

The issues concerning accessibility to communications are not confined to literacy. A 2021 Statistics Canada study<\/a> found that 61.5% of persons with disabilities have encountered barriers to communication during access to federal services. The use of text formats not compatible with screen readers, the absence of sign language interpretation, low contrast, the difficulty in reaching a service by phone and the presence of complex jargon are so many examples of challenges encountered daily.<\/p>\n\n\n\n

Since access to information is a right, organizations are responsible for ensuring their methods of communication take into account the needs and preferences of persons with disabilities.<\/p>\n\n<\/div>\r\n <\/div>\r\n <\/div>\r\n

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Standards and obligations<\/h2>\n\n\n\n

There are frameworks to guide organizations in creating more inclusive practices. Some are mandatory, while others inspire to go beyond.<\/p>\n\n\n\r\n

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\r\n Order in Council 655-2021, May 5, 2021, of the Government of Qu\u00e9bec<\/a>\r\n <\/h3>\r\n\r\n
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To complement the Act to secure handicapped persons in the exercise of their rights with a view to achieving social, school and workplace integration, action plans for handicapped persons must systematically include measures for accessibility to information and documents mesures d\u2019accessibilit\u00e9 \u00e0 l\u2019information et aux documents<\/a>.<\/p>\n <\/div>\r\n <\/div>\r\n

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\r\n ISO 24495-1:2023 Standard – Plain Language<\/a>\r\n <\/h3>\r\n\r\n
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This voluntary international standard sets out guiding principles and guidelines for creating documents in plain language. Accessibility Standards Canada also intends to publish a Plain Language standard in 2026.<\/p>\n <\/div>\r\n <\/div>\r\n

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\r\n CAN\/ASC EN 301 549:2024 Standard – Accessibility requirements for information and communication technology products and services<\/a>\r\n <\/h3>\r\n\r\n
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The EN 301 549 standard norme EN 301 549<\/a>, used at the state level in Europe, was adopted by Canada in 2024. It concerns Web technology, non-Web technology and hybrid technology. It covers two-way voice communication, technology with video capabilities, hardware, software, support services, as well as technology providing relay or emergency service access. The standard includes procedures to test and assess each requirement.<\/p>\n <\/div>\r\n <\/div>\r\n

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\r\n CRTC quality standards for described video and closed captioning <\/a>\r\n <\/h3>\r\n\r\n
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The Canadian Radio-television and Telecommunications Commission (CRTC) has established accessibility requirements exigences d\u2019accessibilit\u00e9<\/a> for described video vid\u00e9odescription<\/a> and closed captioning sous-titrage cod\u00e9<\/a>.<\/p>\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\n<\/div>\r\n <\/div>\r\n <\/div>\r\n

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Good practices to improve the communication component of an action plan<\/h2>\n\n\n\n

Here are a few concrete measures we suggest you adjust according to your organization.<\/p>\n\n\n\r\n

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\r\n Creating accessible communication media<\/a>\r\n <\/h3>\r\n\r\n
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